Vanessa Schiedler

· Provides collaboration and strategic planning with State, Agency, Program and other related business and IT organizations regarding governance, priority and resource management of IT projects and enhancement, as related to State and ODHS Business Information Services.

· Report ONE system issues or errors to third party vendor and provide direction back to staff on how to resolve the issue or error.

· Provide program guidance, information and policies through the development and issuance of client notices and staff memos by notifying third party vendors by change requests

· Research and respond to policy/operation questions by providing clarification and direction, orally and in writing, to staff, partners, contractors, and legislative staff by verifying with Policy Lead, Third Party vendor and/or Management.

Participate in the development or alteration of computer information systems to support program requirements or enhance program operations. Notify third party vendor and/or Policy regarding system issues and system change requests for implementation/system updates

· Analyze results of audits for patterns and types of errors in identifying training needs and share results with workers, as coaching moments, and branch leadership for improving branch/state operations and program/customer outcomes.

· Training and development; identify training needs of the unit and individual staff on ongoing base basis based on reviews of transmittals, policies, email communication related to expectations, procedures and policy releases case reviews, work analysis and observations

· Provide on the job training with onboarding support for new/promotional employees to assist them in understanding the culture, mission, operational priorities and expectations of the benefit and eligibility worker position

· Provide coaching and mentoring eligibility workers which involves teaching and assisting staff how to research questions about assisting programs, policy, procedures, statues, and regulations for Magi Medicaid, Non-Magi Medicaid, OSIPM, SNAP, TANF, ERDC, and TA-DVS

· Provide instructions, demonstrate tasks, observe staff in performance of duties and feedback to employees and branch operation managers including review and distribute reports

· Interviewed Oregonians and processed applications for Oregon Health Plan services and supported application completion as necessary

· Described procedures, requirements and benefits to clients and interested parties.

· Answer high volume of calls, fast paced service call center regarding all areas relating to their medical needs and while assisting and determining eligibility for appropriate medical care benefits and Referring Oregonians to the appropriate resources.

· Actively participate as a team member in assigned team by coordination work, utilizing team as a resource, serving as a resource, providing coverage, and participating in team meetings

· Comply with risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as described in related policies.

· Compose a variety of correspondence, reports, and memos

· Support planning and logistics of meetings, arranging meetings, scheduling staff, arranging interpreters, taking meeting minutes, preparing handouts, and troubleshooting any audio/video/conference phone needs.

Assisted in deescalating calls and assisted in those wishing to lodge complaints or report fraud in a professional manner

• Assist Oregonians answer any questions regarding the Oregon Health Plan, access to care issues and third party recovery issue and conducting the necessary follow up research
• Working with work-flow, MainFrame/Humming bird, TRACs, MMIS computer systems and programs
• Explaining eligibility decisions by reviewing TRACS and ACCESS narrative systems
• Provide instructions to Oregonians on how to access their medical care and fee for service coverage
• Referring Oregonians to the appropriate resources
• Assisted in deescalating calls and assisted in those wishing to lodge complaints or report fraud in a professional manner
• Act as a resource and provide information to new employees around policies, procedures and coding of cases, reviewing reports and updating the client case information as needed on the Mainframe computer system to ensure clients are appropriately receiving benefits, enrolled in the appropriate medical program and housed in the correct branch/office
• Reports include but not limited to: Absent Parent Report, Companion Case Transfer, Pregnancy Termination, Pregnant Teen, and pregnancy notification
• Customer service; Processing all returned mail, researching, identifying, and routing unidentified mail, responding to alternate format requests, updating addresses initiated by phone calls and requested mail and medical cards, adding newborn to cases so child can receive immediate care and hospitals can be paid timely